1. Manage first impressions. They set the tone. Be on purpose. Welcome new contacts as family.
I always answer the phone "Good Morning, this is billing". Why, because I am your billing office. Not a billing service that doesn't care about your patients. When asked, I will tell them that I work for you but I do it from my home in Westfield. Your patients will only know I'm a billing service if they ask.
2. Manage last impressions. They create “lasting” impressions. Lasting purpose.
We always write letters to attorneys when a file is paid off. This saves them to time it takes to call and ask.
3. Show up on time. Being late is a sign of disrespect to the people waiting.
I tend to be early to appointments in your office. I want to watch. What is working correctly, what needs to be adjusted. I'm not there to start our meeting early, I'm there to learn about your office.
4. Always be your best.
Our goal is to collect 100% of allowed on every visit.
5. Be accountable. Accept responsibility.
There are only two of us. Either Maryann or Michael alone handles your files. There is no unseen data entry person. It gets done correctly because we are the only ones doing it.
6. Show up early. Stay late.
Our office opens Monday thru Friday at 6am and I'll answer the phone until 9pm each day. On the weekends, I try to answer it but not always. I even answer the phone and can answer emails while I'm on vacation. I answered the phone on the beach in Montego Bay last February, who's going to call me this year while I'm in Punta Cana?
7. Do more than is expected. Under promise and over deliver.
We promise to always be here and always to be working for your best.
8. Be proactive. Be affirmative. You are the doctor business’s life blood.
We understand the correct order for diagnosis. If you flip them, we will flip them back. We read all soaps before submitting them to insurance and will question how you said something. We will never tell you how to treat a patient but we will question the documentation.
9. Aim for perfection.
We don't get paid unless you get paid so how hard do you think we will work for your.
10. Return calls quickly with a smile and loving enthusiasm.
I always answer my phone, always. I even answered it on the beach in Montego Bay and Punta Cana. Yes, I really do always answer my phone.
11. Care! Don’t just act like you care. Really care! Your doctors are your family.
I spend more of the day working with and for your office than I spend with my husband. So, yes you are family.
12. Always say, “thank you.
Thank you for coming to my website and reading this far.